Service Provided by Package

    1. Basic
      • Group training
      • Access to Customer Success Manager
      • Tier 2 support

 

  1. Premium
  • Group training
  • Designated Customer Success Manager
  • Tier 2 support

 

  • Enterprise
    • Group training plus Company-Specific training
    • Designated Customer Success Manager
    • Tier 1 support
    • Onsite support available

 

  • Ultimate
    • Group training plus Company-Specific training
    • Designated Customer Success Team
    • Tier 1 support
    • Onsite support included

 

 

Detailed Support Descriptions

Issue Type Tier 2 Tier 1
Critical

  • App is unresponsive for a large portion of attendees
  • Agenda not loading
  • Unable to post status updates
  • 5 or more attendees with confirmed credentials aren’t able to login to the app on multiple devices
4 business hour response time 2 business hour response time
Urgent

  • Attendee issues completing surveys
  • Push or promoted message issues
  • Passport program issues
8 business hour response time 4 business hour response time
Major

  • Issues with analytics reports
  • Issues with points or badges
12 business hour response time 8 business hour response time

 

Contact Support

For app support or customer service, please email support@doubledutch.me or call 415-722-3555.
Please note, all event attendees can expect 6 business hour response time to support items via support@doubledutch.me.

 

Version 08.01.2014

Back to Top